Refund policy

Last Updated: August 24, 2026

At CONVT, we want you to be confident in your purchase. If for any reason you are not satisfied with your order, we provide a 14-day return period subject to the conditions outlined in this policy.

This policy explains when an item can be returned, how to request a return, and how refunds and exchanges are handled.

1. 14-Day Return Period

Customers may request a return within 14 days of receiving their order.

The 14-day period begins on the date the order is recorded as delivered to the customer or the designated delivery address.

After the 14-day period has passed, CONVT may not be able to accept a return unless the return relates to a defective, damaged, incorrect, or otherwise legally protected consumer claim.

2. Conditions for a Return

To be eligible for a standard return, the item must be returned in its original condition.

The item must be unworn, unused, unwashed, and free from damage, stains, odours, alterations, or other signs of use. Any original tags, labels, packaging, or other items supplied with the product should remain intact where reasonably possible.

We may refuse a standard return where the condition of the item has been changed after delivery in a way that goes beyond what would reasonably be necessary to inspect the product.

3. Items That Cannot Be Returned

Certain products may not be eligible for a standard return where their nature makes a return inappropriate or where they have been made or altered specifically for a customer.

This may include personalised, customised, or specially produced items, unless the item is defective, damaged, incorrect, or the customer has another right to a remedy under applicable law.

CONVT will clearly communicate any product-specific return restrictions before or at the time of purchase where applicable.

4. Incorrect, Damaged, or Defective Items

If you receive an item that is damaged, defective, or different from the product you ordered, please contact CONVT as soon as reasonably possible after receiving your order.

We may ask you to provide photographs or other information that allows us to understand and assess the issue.

Where an item is confirmed to be defective, damaged, or incorrectly supplied, CONVT will provide an appropriate remedy in accordance with applicable South African consumer law and the circumstances of the issue.

This may include a repair, replacement, exchange, or refund where applicable.

5. Change-of-Mind Returns

Our 14-day return period is intended to provide customers with an opportunity to return eligible products where they have changed their mind, subject to the conditions of this policy and applicable law.

A change-of-mind return does not automatically mean that every item can be returned regardless of its condition.

The product must meet the return requirements outlined in this policy.

6. How to Request a Return

Before sending an item back to CONVT, customers should contact us using the official contact details provided on our website.

Please include your order number, the item you would like to return, and the reason for the return.

CONVT will provide further instructions regarding the return process where the request is eligible.

Customers should not send products to an address that has not been provided or confirmed by CONVT for the purpose of that return.

7. Return Shipping

For a change-of-mind return, the customer may be responsible for the cost of returning the item to CONVT unless otherwise stated by CONVT or required by applicable law.

Where the return is due to an incorrect item being supplied, a confirmed defect, or damage that occurred before delivery, CONVT will determine the appropriate return-shipping arrangement in accordance with applicable law.

8. Inspection of Returned Items

Once a returned item is received, CONVT may inspect the product to determine whether it meets the requirements of this policy.

A return being received by CONVT does not automatically mean that a refund or exchange has been approved.

We will notify the customer once the return has been assessed and the appropriate outcome has been determined.

9. Refunds

Where a refund is approved, the refund will generally be made using the original payment method used for the purchase, where reasonably possible.

The timing of the refund may depend on the payment provider or financial institution involved.

CONVT is not responsible for delays caused by a customer's bank, payment provider, or other third-party financial institution after the refund has been processed by CONVT.

10. Exchanges

Where an eligible product is returned and the customer wishes to exchange it for another size or product, the exchange will be subject to product availability.

If the requested replacement is unavailable, CONVT may offer an alternative remedy, including a refund where applicable.

Customers should contact CONVT before returning an item for an exchange so that we can confirm the available options.

11. Sale & Promotional Items

Sale, discounted, clearance, and promotional items are not eligible for standard returns, exchanges, or refunds.

Customers are encouraged to carefully review the product details, available sizing, and other relevant information before purchasing a sale or promotional item.

This exclusion does not limit any consumer rights or legal remedies that cannot lawfully be excluded, including where an item is defective, damaged, incorrectly supplied, or otherwise subject to a remedy under applicable South African law.

12. Return Fraud and Abuse

CONVT reserves the right to investigate return requests where there are reasonable grounds to believe that the return process is being misused, abused, or used fraudulently.

We may refuse a return where permitted by law if the applicable requirements have not been met or where there is evidence of fraudulent or abusive activity.

Nothing in this section is intended to limit any consumer rights provided by applicable law.

13. Consumer Rights

This policy is intended to operate alongside applicable South African consumer-protection laws.

Nothing in this policy is intended to remove, restrict, or replace any legal right or remedy that a customer may have under applicable law.

Where a customer's legal rights provide a remedy that differs from the standard return process described in this policy, the applicable legal requirements will take precedence.